Macy's

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   As Macy’s Executive Offices Kristi mentioned previously:This receipt was also emailed to you at 6:50pm on September 7, 2016, at [redacted].The associate you spoke with put in a request to have this enrollment fee credited back to your account as requested. Unfortunately this credit did not post until after your bill closed on November 8, 2016; therefore, a minimum payment was still due for this due date.I checked my email [redacted] and didn't find the receiptThere is enrollment fee Macy's charge me when I purchased cloth in Macy's store. Macy's store associate never mentioned until I received call from Macy's for late fee. Macy's didn't provide enrollment details as separate agreement, bring into customer fully attention but stealthily mixed the enrollment in a store purchased receiptMacy's wrongly keep the charge and caused late fee again and again. They didn't fix the issue but close my account and report to credit bureau in order to damage credit and lower the score as revenge
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]t

[redacted]   [redacted]
January 27, 2016
[redacted]
[redacted]
[redacted]
Re: Revdex.com
Complaint ID #[redacted]
    Bloomingdale’s account ending in...

[redacted]
Dear
[redacted]:
I am
in receipt of your complaint forwarded to us by the Revdex.com.  As a representative of Bloomingdale’s
Executive Office, I was asked to review and respond to your concerns on behalf
of Department Stores National Bank.
Please
be assured that we take every complaint very seriously and recommend that
customers allow up to ninety (90) days after a Statement of Fraud (SOF) is
received for us to investigate a disputed amount on their billing
statement.  Our records show that when you
contacted our Credit Customer Service Department on September 8, 2015, you
requested to expedite the removal of the unauthorized charges on your account,
and a letter and SOF were sent to you on that same day.  On October 7, 2015, a second SOF was mailed
when you called stating that you had not received any forms yet.  On November 6, 2015, you contacted our Fraud
Department to follow up on the status of your claim.  I truly regret that you closed your account
on November 8, 2015, due to the delay in clearing the charges.
I am
pleased to share that on December 29, 2015, the full amount of the fraudulent online
purchases ($839.00) were removed including all related fees ($118.32).  Your feedback is critical as it assists us in
truly understanding our clients' experiences and directs our attention to areas
in which we can improve our service quality. 
Therefore, I have shared a copy of your complaint and my response with
our Credit Customer Service Manager for appropriate action.
[redacted]
[redacted], we regret that this matter escalated to this point; however, we
appreciate you bringing this matter to our attention.  If you have any further questions, do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Regina M.Bloomingdale's Executive
Office
###-###-#### Extension [redacted]
cc:  [redacted],
Revdex.com
     Credit
Customer Service Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.   I have sent proof of payment twice from the bank and a copy of my actual bank statement that shows that the 148.05 was removed from my bank account and sent to macys on the dates previously provided to you.  I do not understand why the proof of payment from my bank with the transmission number on it is not good enough for you.  I paid your company for the merchandise I purchased and on so many different attempt I tried to resolve this situation.  I will not continue to argue with your terrible customer service department, your incompetent credit card department, or your extremely unprofessional poorly run executive team.  As you have stated yourself, when I attempted to resolve the issue I was given the wrong information or incomplete information. This just proves that your company is not equipped to handle your customers in the proper manner.  As previously stated I will not waste any more time with my family to sit on the phone with macy's, the bank or go to either place.  If you were the reputable company you say you are, the fight for 148.05 would never have occurred when proof has been provided to you.  A reputable company would have provided exceptional customer service and handled the issue in a professional manner, as one with your title of executive status should have. I will continue to inform everyone how you have taken my money, basically called me a liar and refuse to credit my account after I have sent proof that the money was paid to Macy's.  I will never step foot into your stores again and neither will anyone that I surround myself with.   
Regards,
[redacted]

July 06, 2017 [redacted]Marketplace Resource ConsultantCincinnati Revdex.com Re: Revdex.com Compliant ID: [redacted] Dear [redacted]:  I am in receipt of complaint ID: [redacted]. I have spoken to [redacted] and we have addressed all issues to his...

satisfaction. Based on this information, Macy's considers this matter closed and resolved. Sincerely, Steven A.Liaison, Omnichannel Executive Office | Macy's, Inc.9111 DUKE BLVD | MASON, OH 45040Office: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
They are ignoring the FACTS.  I was charged TWICE for the same items.   Their response had nothing to do with the issue.
Regards,
[redacted]

Dear Tina, We are in receipt of complaint ID [redacted] for [redacted]. Per her request, we forwarded a request to Corporate on 3-29-16 to process her credit back to her original form of payment. At this time, Macy’s considers this issue closed. Thank You, Macy’s Executive Office Jill B.|OmnichannelPresidential-Store AdministratorOmnichannel Selling and Service Escalation Team |MCCS Executive Office

[redacted]   [redacted]
March
1, 2016
[redacted]
[redacted]
[redacted]
Re:  Revdex.com ID #[redacted]
         Macy's account ending in [redacted]
Dear...

[redacted]: 
I am in receipt of your complaint forwarded to
Macy's Executive Office by the Revdex.com.  As a representative of this office, I was
asked to review and respond to your concerns on behalf of Department Stores
National Bank (DSNB).  I apologize for
any inconvenience you may have experienced.
Per the terms of DSNB Credit Card Agreement, a late
fee is applied if the Minimum Payment Due is not received by the ''Payment Due
Date'' shown on your statement.  Interest
is charged on the outstanding balance of your Revolving account from the first
day of the billing cycle until the day that your payment is received.  The minimum interest charge is $2.00 and will
appear on your next statement.
Our records indicate that the billing statement for
the period ending August 25, 2015, had a $25.31 balance, with a $5.00 minimum
payment due by September 21, 2015.  When
no payment was received by this date, your account was charged a $5.00 late fee
and a $2.00 interest charge in accordance with the terms of the DSNB Credit
Card Agreement.  The billing statement
for the period ending September 24, 2015, had a $32.31 balance with a $32.31
minimum payment (including a $5.00 past due amount) due by October 21, 2015.  We received your $30.31 payment on September 25,
2015, however the account was charged a $2.00 interest charge resulting in a
new balance of $4.00 with a $4.00 minimum payment due by November 21,
2015.  We received your $4.00 payment on
November 4, 2015, however the account was charged a $2.00 interest charge
resulting in a new balance of $2.00 with a $2.00 minimum payment due by
December 21, 2015.  When no payment was
received, the account continued to accrue interest charges. 
When you called in on February 7, 2016, as a
courtesy to you, one of our representatives removed $12.00 in interest from the
account resulting in a credit balance of $10.00, and you elected to close your
account.  On February 10, 2016, a Credit
Balance Refund check was issued and mailed on February 11, 2016, to the above
noted address.  As of the date of this
letter, the account is closed with a zero ($0.00) balance.
[redacted], I am sorry that this may have damaged
our business relationship and hope that you will continue to shop with us.  Thank you for bringing this matter to our
attention and giving me the opportunity to respond.  If I may be of additional assistance in the
future, please contact me at the number listed below.
Sincerely,
Janice
D.
Macy's
Executive Office
###-###-####
Extension [redacted]
cc:  [redacted], Revdex.com

January 14, 2016
[redacted]
Re:  [redacted] – Case
#[redacted]
        Revdex.com Complaint ID
[redacted]
        Macy’s [redacted] accounts ending
in [redacted] and [redacted]
Dear [redacted]: 
I
am in receipt of your complaints filed with the Revdex.com and the [redacted], which were forwarded to Macy's Executive Office on
December 3 and 16, 2015, respectively. 
As a liaison in this office, I was asked to review and respond to your
concerns on behalf of Department Stores National Bank.  I had hoped to speak with you personally, but
my attempts to reach you were unsuccessful. 
We
sincerely regret any inconvenience or frustration you may have been caused
regarding the alleged fraud on your Macy’s [redacted] account, and for
the miscommunication you received while attempting to resolve this matter.  Below is a timeline of the transaction activity
and our communication with you for the Macy’s [redacted] accounts:
On November 16,
2015, a woman called us to request the address, telephone and e-mail changes to
the account ending in [redacted], along with a credit limit increase request from
$2,600.00 to $16,000.00. The caller verified
your personal security information, and fraud was not suspected at that
time.  We placed a block
on the account November 20, 2015, when a purchase was declined and an incorrect
Social Security Number was given at the register.  We were able to contact you on this same
date, and reported the credit card ending in [redacted] stolen.  A new card number was generated ending in
[redacted].     You spoke with
Julia O. in our Executive Office on November 24, 2015, after speaking with
various phone representatives that day. 
We sent you a Statement of Fraud form to complete and return to us.We received your
Statement of Fraud form on November 27, 2015. 
The Total Balance Due of $325.45 was placed in dispute and we reset the
credit limit to its original $2,600.00 level at that time.On December 7,
2015, we received your $114.68 payment in full for the previous month’s
balance.On December 23,
2015, we removed the $325.45 in fraudulent charges from the account ending in
[redacted], and Ms. O. closed that account as you requested with a zero ($0.00)
balance. 
I
am sorry that you were told we could not give you a complete list of the
approved and attempted purchases at the time the fraud occurred.  The approved transactions and subsequent
removal of these purchases appeared on your billing statements.  If law enforcement has a case they are
investigating, we require a written request for information so we can
authenticate the request and ensure we’re providing the information to the
correct individuals.  As for attempted or
declined transaction information, we will gladly provide any details that are
available to law enforcement requests. Written
requests may be sent to:  Fraud Claims
Department, P.O. Box 8097, Mason, OH 45040. 
Please
find enclosed copies of your November and December 2015 billing statements,
which show the various transactions on the Macy’s [redacted]
accounts.  If I may assist you further,
do not hesitate to contact me.
Sincerely,
Ms. Randi P.
Macy's Executive Office
###-###-#### Extension 73376
Enclosures /mailed January 14, 2016
cc:  [redacted]
       [redacted], Revdex.com

February 8, 2017   [redacted]   Re:  Revdex.com Complaint ID #[redacted]         Macy’s [redacted] account ending in [redacted]...

        Macy’s store account ending in [redacted]   Dear [redacted]:   I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy’s Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.    In researching this matter, our records confirm the $54.43 payment made on October 1, 2016, was applied to the store account ending in [redacted], instead of the [redacted] account.  When the payment was located and applied to the correct account, the associate removed $54.00 in late fees and $2.00 in interest charges, which was not the full balance; therefore, additional late fees and interest continued to accrue.  Please accept my sincere apology for this error and for any inconvenience or frustration this may have caused you.  Rest assured I have escalated this to the appropriate Manager to address with the individual directly.   I am pleased to inform you that I have removed the remaining $84.00 in late fees and $6.00 in interest charges, bringing your Macy’s [redacted] account to a zero ($0.00) balance. Your Macy’s store account also has a zero ($0.00) balance.   Additionally, we cleared our internal records of any delinquency associated with this issue, and requested that [redacted] and [redacted] update their records and delete any history of delinquency for the time period of October 2016 through February 2017 on your Macy’s [redacted] account from your credit report.  Please allow the agencies thirty (30) days to update their records.  Until then, this letter will serve as confirmation of this request.   [redacted], thank you for bringing this matter to our attention and giving me the opportunity to respond.  Your business is important to us, as well as appreciated.  As a token of our appreciation for your continued business, please accept the enclosed $25.00 gift card to use at any of our Macy’s stores or on-line at www.macys.com.   Please do not hesitate to call me at the telephone number listed below if I may be of further assistance.   Sincerely,     Monique M. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure/mailed February 8, 2017   cc: [redacted], Revdex.com       Manager, Customer Service Department

January 31, 2016
[redacted]
1 E Fourth St.Suite 600
Cincinnati, Ohio 45202
Dear [redacted]: 
We
are in receipt of Revdex.com Complaint # [redacted]. We have spoken to the referenced
customer and have resolved all matters as expressed in the complaint. Based...

on
this, we consider the matter closed satisfactorily. Thank you.
Sincerely,
Jan B.
Macy's Executive Office
###-###-#### Extension [redacted]

Revdex.com:
I have reviewed the response made by Macy's in reference to complaint ID [redacted] and although the outcome is not the resolution that I had requested, I do not intend to pursue the issue further at this time. However, I am perplexed as to where the refund calculation of $63.61 was derived from, and would like to be advised of the same.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]

[redacted]   [redacted]   January 23, 2017     [redacted], [redacted]   Re:       Revdex.com ID #[redacted]...

            Macy's store account ending in [redacted] (lost/stolen) & [redacted] (open)   Dear [redacted]:    I am in receipt of the complaint you filed with the Revdex.com, which was forwarded to Macy's Executive Office.  As a representative in this office, I was asked to review and respond to your concerns on behalf of Department Stores National Bank.  It was a pleasure speaking with you on January 19, 2017.  Be assured that Macy's does not participate in dishonest or deceptive business practices of any kind.    Please accept my sincere apology again for the service you received in our store and while speaking with phone associates.  It is not typical of the level of quality customer service that we strive to provide.  Macy's expects each facet of its operations to meet exceedingly high levels of service.  Your feedback is critical as it assists us in truly understanding our customer's experiences and directs our attention to areas in which we can improve our service quality.    As we discussed, in researching this matter, I found your Macy's card and statement were returned undeliverable by the post office on October 26, 2016, due to an incorrect apartment number.  We contacted you on November 23, 2016, and your apartment number was updated.  On November 29, 2016, you contacted us and reported your card ending in [redacted] lost/stolen.  At that time, we immediately closed that account, opened the account ending in [redacted], and mailed you a card for that account.    In addition, I confirmed, a $27.00 late fee was removed on December 28, 2016, at your request, and will show on your statement that closed on January 13, 2017.  I also explained we are unable to send revised statements throughout the month and any debits or credits will show on your next regular monthly statements, which are also available to view and print online at macys.com.  I was happy to learn you were successful in viewing your Macy's account online and have set up auto payments.   [redacted], thank you for bringing this to our attention and giving me the opportunity to respond.  Your business is important to us as well as appreciated.  If I may be of further assistance, please feel free to contact me at the telephone number listed below.   Sincerely,       Rhea B. Macy's Executive Office ###-###-#### Extension [redacted]   cc: [redacted], Revdex.com

February 17, 2016
[redacted]
re: Revdex.com
Complaint ID: # [redacted]
Dear
[redacted]: 
I am
in receipt of your complaint forwarded to us by the Revdex.com. As
a representative of Macy's Executive Office, I was asked...

to review and respond
to your concerns. Thank you for your courtesy when we spoke.
Please
accept my apology for any inconvenience you experienced due to receiving your
macys.com order refund in the form of a gift card. The credit back to your
original form of payment for $237.52 should post to your Macy's card within 14
days. There are no current fees on your Macy's card related to the form of
refund or delay for your credit. In respect and consideration for your
concerns, any internal  information for
your Macy's account has been cleared from October 2015 until the present. The information
is being sent to the credit bureaus for the appropriate update to their records
for you.
[redacted], thank you for bringing this matter to our attention and giving me the
opportunity to respond. If I can be of further assistance, please do not
hesitate to contact me at the telephone number listed below.
Sincerely,
Marjorie B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc: [redacted] Cincinnati Revdex.com

Dear
[redacted],
 
I
have reached out to the customer regarding complaint ID [redacted]. We have
spoken and have agreed on a...

resolution of credit to replace the damaged items.
Macy's will now consider this matter closed.
 
Sincerely,
Jennifer C.
Macy's Executive Office
###-###-#### Extension [redacted]

Customer called to add information to her complaint.  She said she tried calling customer service several times.  The call goes to a call center out of the country.  They have a difficult time understanding what she is saying. She asked to be transferred to the supervisor and they had...

a hard time understanding.  She asked to speak to an American.  That person had a hard time hearing her.  She asked if he could call her back or if she could call him directly.  He said that was against company policy.

[redacted]   [redacted]
February 4, 2016
[redacted]
[redacted]
[redacted]
Re:    Revdex.com ID #[redacted]
         Macy’s...

Rebate
Dear
[redacted]: 
Thank you for the courtesy extended during our
telephone conversation on February 4, 2016, regarding your complaint filed with
the Revdex.com and forwarded
to Macy’s Executive Office. This letter
is to confirm our discussion.  Please
accept my sincere apology for any frustration that may have been caused
regarding your rebates and for the problems you encountered in trying to
resolve this issue.
Regarding your online chat, I was disappointed to hear
of the customer service issues you describe in your letter, as it is not
indicative of the quality customer service we strive to provide.  Macy’s expects each facet of its operations
to meet exceedingly high levels of service. 
Therefore, I want to thank you for taking the time to let us know of
your experience. 
You confirmed receipt of two rebates totaling $56.00.  A $36.00 rebate check was sent on January 11,
2016, a $20.00 rebate check was sent on January 20, 2016, and we show both the
checks cleared our bank on January 21, 2016, and February 1, 2016
respectively.  In addition, I am happy to
advise the final rebate for $10.00 is in process.  You are able to track the progress at
macysrebates.com
[redacted], your business is important to us, as well as
appreciated.  Please do not hesitate to
call me at the telephone number listed below if I may be of further assistance.
Sincerely,
Rhea B.
Macy's Executive Office
###-###-#### Extension
[redacted]
cc:     [redacted], Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  
Regards,
[redacted]
At this time, I reject the offer only because the refund has not yet been posted to my account. Due to my experience with Macy's trying to get the refund for the returned item for many months, I received numerous messages from them saying that the refund was in process but it NEVER happened. When I SEE the refund on my account, I will accept the offer.  Also, regardless of the response from Macy's rep, there were NOT numbers attempts to contact me, there was ONE!

November 1, 2017   [redacted]   Re: Revdex.com Complaint ID [redacted]        Macy’s accounts ending in [redacted] ([redacted]), and [redacted] ([redacted])   Dear [redacted]:   We are in receipt of the follow-up to your complaint filed with the Revdex.com (Revdex.com) and forwarded to Macy’s Executive Office. Since I am familiar with this situation, I was asked to respond to your additional concerns on behalf of Department Stores National Bank.   As you requested, enclosed for your review is a copy of the Department Stores National Bank Credit Card Agreement for your Macy’s credit account in effect in 2015. Your use of the accounts constitutes acceptance of the credit terms. The current account terms are also available online at macys.com.   Thank you again for contacting Macy’s.   Sincerely,       Michael J. Macy’s Executive Office ###-###-#### Extension [redacted]   Enclosure / mailed November 1, 2017   cc: [redacted], Revdex.com